Custom Grammars Builder Platform

1. A computer-implemented method, comprising: receiving, from a user device and by a communications system, a request to execute an interaction site of a plurality of interaction sites being associated with a plurality of corresponding applications and corresponding custom grammars files, the interaction site enabling communications between the user device and the communications system over any of multiple communications channels, including an interactive voice response (IVR) channel and a custom grammars file corresponding to the interaction site specifying executable commands specific to the interaction site and being configured to enable the communications system to identify the specific executable commands to control the interaction site; accessing, by the communications system, an interaction flow document to execute the interaction site; accessing, by the communications system, the custom grammars file, the custom grammars file being configured to enable the communications system to recognize utterances that are specific to the interaction site spoken by users of user devices; receiving, from the user device and by the communications system, an utterance spoken by a user of the user device; transcribing, by the communication system, the utterance to a transcribed utterance; determining, by the communication system, whether the transcribed utterance is recognized based on the custom grammars file; in response to determining that the transcribed utterance is not recognized based on the custom grammars file: storing, by the communications system, the utterance; and updating, by a grammar generation system, the custom grammars file to include a representation of the stored utterance for processing utterances in subsequent communications with users; determining, by the communications system, a configuration parameter for the interaction site that specifies a sharing option for the custom grammars file; conditioned on determining that the configuration parameter specifies sharing the custom grammars file with other interaction sites, enabling the updated custom grammars file to be accessible by other interaction sites; and conditioned on determining that the configuration parameter specifies limiting the custom grammars file for use by the interaction site, storing the updated custom grammars file for private use by the interaction site.

2. The method of claim 1 , wherein updating the custom grammars file comprises: storing the custom grammars file in a grammar database, and wherein enabling the updated custom grammars file to be accessible by other interaction sites comprises enabling the custom grammars file in the grammar database to be accessible by one or more communications systems executing one or more interaction sites associated with the custom grammars file.

3. The method of claim 2 , wherein enabling the updated custom grammars file to be accessible by other interaction sites comprises: receiving, from a second user device and by the communications system, a request to execute a second interaction site associated with the custom grammars file; and accessing, by the communications system, the custom grammars file in the grammar database, the custom grammars file being updated by the grammar generation system to include the representation of the utterance.

4. The method of claim 1 , wherein storing the updated custom grammars file for private use by the interaction site comprises: generating, by the grammar generation system, a private custom grammars file for the interaction site; and storing the private custom grammars file in a grammar database, the private custom grammars file being accessible to one or more communications systems executing the interaction site associated with the custom grammars file and not being accessible to one or more communications systems executing other interaction sites associated with the custom grammars file.

5. The method of claim 1 , wherein receiving a request to execute an interaction site comprises: receiving a first request to execute a first interaction page of the interaction site, wherein the first interaction page is associated with the custom grammars file; and receiving a second request to execute a second interaction page of the interaction site, wherein the second interaction page is associated with a second custom grammars file.

6. The method of claim 1 , wherein storing the utterance comprises: determining that a command associated with the transcribed utterance is not recognized by the communications system using the custom grammars file; and in response to determining that the command is not recognized by the communications system using the custom grammars file, storing the utterance.

7. The method of claim 1 , wherein the custom grammars file includes Grammar Extensible Markup Language (GRXML) scripts configured to identify a command associated with the utterance spoken by the user.

8. The method of claim 1 , wherein the interaction flow document includes XML scripts that correspond to interaction pages of the interaction site.

9. The method of claim 1 , wherein the multiple communications channels further include at least one of a SMS channel, a chat channel, and an email channel.

10. A computer-implemented system comprising: one or more processors and one or more non-transitory computer-readable storage devices storing instructions that, when executed by the one or more processors, cause the one or more processors to perform operations comprising: receiving, from a user device, a request to execute an interaction site of a plurality of interaction sites being associated with a plurality of corresponding applications and corresponding custom grammars files, the interaction site enabling communications between the user device and a communications system over any of multiple communications channels, including an interactive voice response (IVR) channel and a custom grammars file corresponding to the interaction site specifying executable commands specific to the interaction site and being configured to enable the communications system to identify the specific executable commands to control the interaction site; accessing an interaction flow document to execute the interaction site; accessing the custom grammars file, the custom grammars file being configured to enable the communications system to recognize utterances that are specific to the interaction site spoken by users of user devices; receiving, from the user device, an utterance spoken by a user of the user device; transcribing the utterance to a transcribed utterance; determining whether the transcribed utterance is recognized based on the custom grammars file; in response to determining that the transcribed utterance is not recognized based on the custom grammars file: storing the utterance; and updating the custom grammars file to include a representation of the stored utterance for processing utterances in subsequent communications with users; determining a configuration parameter for the interaction site that specifies a sharing option for the custom grammars file; conditioned on determining that the configuration parameter specifies sharing the custom grammars file with other interaction sites, enabling the updated custom grammars file to be accessible by other interaction sites; and conditioned on determining that the configuration parameter specifies limiting the custom grammars file for use by the interaction site, storing the updated custom grammars file for private use by the interaction site.

11. The system of claim 10 , wherein updating the custom grammars file comprises: storing the custom grammars file in a grammar database, and wherein enabling the updated custom grammars file to be accessible by other interaction sites comprises enabling the custom grammars file in the grammar database to be accessible by one or more communications systems executing one or more interaction sites associated with the custom grammars file.

12. The system of claim 11 , wherein enabling the updated custom grammars file to be accessible by other interaction sites comprises: receiving, from a second user device, a request to execute a second interaction site associated with the custom grammars file; and accessing the custom grammars file in the grammar database, the custom grammars file being updated to include the representation of the utterance.

13. The system of claim 10 , wherein storing the updated custom grammars file for private use by the interaction site comprises: generating a private custom grammars file for the interaction site; and the operations further comprise storing the private custom grammars file in a grammar database, the private custom grammars file being accessible to one or more communications systems executing the interaction site associated with the custom grammars file and not being accessible to one or more communications systems executing other interaction sites associated with the custom grammars file.

14. The system of claim 10 , wherein receiving a request to execute an interaction site comprises: receiving a first request to execute a first interaction page of the interaction site, wherein the first interaction page is associated with the custom grammars file; and receiving a second request to execute a second interaction page of the interaction site, wherein the second interaction page is associated with a second custom grammars file.

15. The system of claim 10 , wherein storing the utterance comprises: determining that a command associated with the transcribed utterance is not recognized by the communications system using the custom grammars file; and in response to determining that the command is not recognized by the communications system using the custom grammars file, storing the utterance.

16. A system comprising: a communications system configured to: receive, from a user device, a request to execute an interaction site of a plurality of interaction sites being associated with a plurality of corresponding applications and corresponding custom grammars files, the interaction site enabling communications between the user device and the communications system over any of multiple communications channels, including an interactive voice response (IVR) channel and a custom grammars file corresponding to the interaction site specifying executable commands specific to the interaction site and being configured to enable the communications system to identify the specific executable commands to control the interaction site; access an interaction flow document to execute the interaction site; access the custom grammars file, the custom grammars file being configured to enable the communications system to recognize the utterances that are specific to the interaction site spoken by users of user devices; receive, from the user device, an utterance spoken by a user of the user device; transcribe the utterance to a transcribed utterance; determine whether the transcribed utterance is recognized based on the custom grammars file; and in response to determining that the transcribed utterance is not recognized based on the custom grammars file, store the utterance; and a grammar generation system configured to: update the custom grammars file to include a representation of the utterance stored by the communications system for processing utterances in subsequent communications with users, wherein the communications system is further configured to: determine a configuration parameter for the interaction site that specifies a sharing option for the custom grammars file; conditioned on determining that the configuration parameter specifies sharing the custom grammars file with other interaction sites, enable the updated custom grammars file to be accessible by other interaction sites; and conditioned on determining that the configuration parameter specifies limiting the custom grammars file for use by the interaction site, store the updated custom grammars file for private use by the interaction site.

17. The system of claim 16 , comprising: the user device configured to: send the request to the communications system to execute the interaction site associated with the custom grammars file; and send the utterance spoken by the user to the communications system.

18. The system of claim 17 , comprising: a second user device configured to: send a request to the communications system to execute a second interaction site associated with the custom grammars file, and wherein the communications system is further configured to: update the custom grammars file by storing the custom grammars file in a grammar database, the custom grammars file in the grammar database being accessible to one or more communications systems executing one or more interaction sites associated with the custom grammars file; receive, from the second user device, the request to execute the second interaction site associated with the custom grammars file; and access the custom grammars file in a grammar database, the custom grammars file being updated by the grammar generation system to include the representation of the utterance.

19. The system of claim 16 , wherein the communications system is configured to store the utterance including: determining that a command associated with the transcribed utterance is not recognized by the communications system using the custom grammars file; and in response to determining that the command is not recognized by the communications system using the custom grammars file, storing the utterance.

20. The system of claim 16 , wherein the custom grammars file includes Grammar Extensible Markup Language (GRXML) scripts configured to identify a command associated with the utterance spoken by the user.

21. The method of claim 1 , wherein updating the custom grammars file to include the representation of the stored utterance for processing utterances in subsequent communications with users comprises: determining a number of occurrences of the utterance in user speech; comparing the number of occurrence to a threshold value; and conditioned on the number of occurrences exceeding the threshold value, adding the representation of the stored utterance to the custom grammars file.